Senior Manager, Customer Support

Built Technologies•Nashville, TN

9h•Remote

About The Position

Built's Mission: Connect and simplify doing business in real estate. Built is the AI-powered platform transforming the way real estate is financed, developed, and managed. Purpose-built for real estate and construction, Built began by fixing construction draw management for lenders and has grown into a comprehensive operating system addressing some of the industry’s most complex challenges. Today, Built is a partner to more than 350 lenders, over 80,000 borrowers and owners, and thousands of contractors, powering 86,000 active projects valued at more than $300 billion. Learn more at getbuilt.com. __________________________ Role Summary & Scope Our Customer Support team is the front door for every lender, owner, general contractor, and vendor who uses Built. This team is at the beginning of a major transformation: we’re building AI-powered support from the ground up — installing auto-resolution, standing up deflection workflows, and fundamentally changing how cases are handled. The humans on this team will shift from volume handling to harder problem-solving, knowledge gap closure, and making the AI system smarter with every case. We’re hiring a Senior Manager of Customer Support to own the performance and development of this team through that transition. This is a people leadership role first - you’ll manage a team of escalation handlers, an L1 team lead, and an AI systems lead, and you’ll be accountable for the metrics, the culture, and the growth trajectory of every person on your team. You’ll also own the cross-functional relationships that keep support tightly connected to Client Success, Marketplace Operations, Implementation, and Product, Design & Engineering. The role reports directly to the Director of Operations. If you want to lead a team that’s building what modern B2B support looks like, this is the job.

Requirements

Proven experience managing a customer support or customer-facing operations team — not just coordinating work, but owning team performance and developing individuals.
Track record of accountability: you’ve managed to metrics (CSAT, SLA, FCR, escalation rate, or similar), diagnosed problems when numbers moved, and driven improvement.
Experience leading through change — whether that’s a shift in team scope, a new toolset, or a transition in how work gets done. You don’t just absorb change; you help your team navigate it.
Strong cross-functional instincts, especially with engineering and product teams. You know how to manage a bug ticket pipeline, surface customer insights to product, and keep handoffs clean across organizational boundaries.
Direct, clear communication. You can advocate for your team with senior leadership, deliver tough feedback to a direct report, and write a crisp status update — all in the same day.
Comfort operating in a B2B SaaS environment. Experience in construction finance, lending, or fintech is a strong plus but not required.

Nice To Haves

Familiarity with AI-assisted support workflows (chatbots, copilots, auto-resolution systems) and an informed perspective on how AI changes the support operating model — especially standing it up for the first time.
Experience with knowledge base management as a lever for deflection and support quality.
Background in construction finance, lending operations, or a related regulated industry.
Experience managing the support-to-engineering feedback loop: bug triage, VOC programs, or product insight reporting.

Responsibilities

Own Team Performance
Stand up AI auto-resolution from zero.
Drive SLA achievement toward near-100% as AI tooling comes online.
Lead and Develop Your People
Directly manage the L1 Team Lead, escalation handlers (L2/L3), and the AI Systems Lead.
Drive the people development agenda for the team, especially at the L1 level.
Help your team understand where their roles are going and build the skills to get there.
Create a team environment where high performers are recognized, underperformance is addressed directly, and everyone has a clear sense of what good looks like.
Own Cross-Functional Relationships
Serve as the primary point of contact between Customer Support and Client Success, Marketplace Operations, Implementation, and Product, Design & Engineering.
The PD&E relationship is constant.
As Built’s support scope expands, absorbing workflows like billing exceptions and inspector reassignments from Marketplace Operations, partner with the Director of Operations to bring new work into the team without breaking what’s already working.
Advocate for the team with senior leadership.